Essential Duties and Responsibilities:
- Providing differentiating service for Strategic Accounts, owning our customers journey
- Aligning with Global counterparts to create one global customer experience
- Serving as SPOC for all customer relationship matters within the assigned accounts
- Identifying key customer stakeholders and contribute to developing strategies to build trusted advisor relationships with them
- Maintaining a regular interaction with assigned accounts to proactively identify potential issues and suggest additional potential opportunities
- Striving for Customer Experience Improvement in close cooperation with Digital Customer Experience unit
- Sustaining a sense of urgency across the organization to solve customer issues
- Customer Satisfaction, as measured by NPS (Net Promoter Score)
- Handling daily customer interactions professionally and patiently by phone and email
- Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc
- Informing customers of interruptions to order schedule and review next best outcome together.
- Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
- Managing deviation agreements
- Assisting in resolving invoicing discrepancies with internal AR
- Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks
Basic Qualifications:
- Bachelor’s degree or completed vocational training (apprenticeship)with respective professional experience
- Up to 3 years of experience in client services or customer service
- Prefer 2-3 years’ direct experience in customer interaction roles
- Knowledge or experience with ERP tools like SAP with Sales and Distribution
Preferred Knowledge, Skills and Abilities:
- Japanese speaking is mandatory
- Working knowledge of MS Office or the willingness to learn it quickly
- Highly proficient in written and spoken English and one further language of our business areas
- Ability to deliver great customer experience and to be invigorated by constant personal interaction
- Strong communication skills
- Strong people skills – approachable, good listener, empathetic
- Strong learning capacity
- Ability to work independently in global environment
- Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
- Able to comply with the company’s safety policy at all times
Travel Requirements:
Physical and Mental Requirements:
- List one of the physical demand options with its description from the Job Description Guidance documentation (Very Heavy, Heavy, Medium, Light, Sedentary)
- List any mental requirements